Experience Specialist Nf2 (Rpt) Flight Line Marine Mart

U.S. Marine Corps•Kaneohe, HI

About The Position

The Experience Specialist leads customer service desk or central checkout operations in collaboration with the Experience Manager, Sales Manager, Store Manager, or Marine Mart Manager. The role completes sales and return transactions using the Point of Sale system and supports corporate service programs, promotions, events, and daily and weekly Dress Blue Experience standards throughout customer touchpoints. The specialist may assist with special events and helps ensure customer experience criteria are met. The position models and reinforces customer service standards, coaches team members on service, returns and exchanges, service recovery, and corporate programs, and observes transactions to help improve team performance. It resolves customer concerns proactively, follows up to ensure resolution, communicates MCX value stories and promotions, and provides product information and suggestive selling. It also supports merchandise presentation, promotional signage, category and inventory accuracy, and communication about product outs. In the absence of store leadership, the specialist may lead front-line operations, helping ensure staffing and service standards are met. Additional duties may include special orders, receiving products, light custodial work, lifting and stocking merchandise, setting planograms, price changes, and inventory counts or corrections. The role may involve keyholder responsibilities, food handling or certification, and handling Western Union or other customer services. The incumbent must be able to lift and carry up to 20 pounds independently and objects over 20 pounds with assistance. The position requires adherence to safety standards and reporting workplace hazards, injuries, occupational illnesses, and property damage.

Requirements

At least one year of experience working in a customer-focused environment, preferably in retail or business operations.
Positive attitude and a genuine desire to work in a team environment.
Ability to read and train operating standards and procedures for service, service recovery, and RPOS systems, execute them properly, and coach others to do so with skill and confidence.
Ability to work in a high-performance atmosphere and commit to service and sales goals.
Knowledge of safety and environmental standards for fuel.
Attention to detail.
Ability to lift and carry objects up to 20 pounds independently and objects over 20 pounds with assistance.
Adherence to safety regulations and standards.

Nice To Haves

Experience observing, coaching, and training front-line employees.
Food-handling safety training, handling, and certification may be required.
Training in handling Western Union and other customer services may be required.

Responsibilities

Lead customer service desk or central checkout operations in collaboration with store leadership.
Complete sales and return transactions using the Point of Sale system.
Support corporate service programs, promotions, events, and Dress Blue Experience standards.
Resolve customer problems proactively, take ownership of concerns, and follow up to confirm resolution.
Coach team members on service, returns and exchanges, service recovery, and corporate programs and promotions.
Model service behaviors and observe and coach team members to improve performance.
Develop product and brand knowledge, help answer customer product questions, and relay customer comments and concerns to sales leadership.
Identify opportunities for add-on sales through suggestive and consultative selling.
Ensure sale, advertising, and promotional items are signed and placed according to brand standards.
Maintain service-area merchandising, product placement, inventory accuracy, and merchandise presentation.
Communicate product outs to the appropriate manager and identify and reduce risks of loss or theft.
Lead front-line operations in the absence of store leadership, ensuring staffing coverage and service standards.
Provide courteous customer service, engage customers, address them by rank when appropriate, and promptly seek help from a supervisor when needed.
Adhere to safety regulations and report workplace hazards, injuries, occupational illnesses, and property damage.
Place special orders and, as needed, handle merchandise requests or receive products.
As needed, perform light custodial duties, lift and stock merchandise, set planograms, make price changes, and conduct inventory counts and corrections.
Perform other duties as assigned.